How to Scale Your Customer Success Teams
When we approach addressing this question, we should ask ourselves if the Customer Success Management (CSM) team mainly focused on high-touch or are we looking to scale the efforts that are already working efficiently for […]
Segmenting Your Customer Base To Scale
As your company grows and you win more customers, you will either need to hire more people or be smarter with your time. To scale your Customer Success team, you will need to segment your […]
3 Steps to Increase Your Customer Success Budget
To scale, one needs a bigger budget. You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer […]
How to Focus Customer Success on Advocacy
Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman, VP of Customer Success at Influitive to learn how he promotes customer success at Influitive […]
3 Ways to Promote Productivity & Proactivity
Many customer success organizations still work in a high touch approach. If asked, they will admit that their job is to do anything for the client. This approach is not scalable, time-consuming and what is […]
Easy Customer Success Playbooks You Can Automate
These days, the practice of Customer Success finds itself at an interesting crossroads. The importance and responsibility of the field are growing, yet the budget increases don’t seem to follow suit. At some point, you […]
On-Premise Customer Success Programs
In the technology industry, Customer Success Management is a growing practice. There is also an increase in the popularity of SaaS (Software as a Service) as a software licensing and delivery model. As a result, […]
Customer Success for On-Premise?! Yes, but…
In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. […]
How to Implement Customer Success Software
The usage of Customer Success Management software is invaluable in business today. Such software helps the customer success team better understand your customers and effectively promote upsells and cross-sells. The goal of the customer success […]
Talking Customer Success to your Board Of Directors
Customer success, the extent to which your customers are satisfied with your product or service, is a critical part of the business. Generally, the greater your customers’ success, the more your business is likely to […]
7 Ways to Transform Customer Success Teams from Reactive to Proactive
Being proactive when it comes to customers is a relatively new concept. The objective has always been to deal with problems as they arise, appease unhappy customers and repeat. As you know, the way world […]
QBR: 5 Rookie Mistakes You Should Avoid
Too often do Quarterly Business Reviews provide little, or no additional value to the client and lack focus, accountability, or incentive for your client to give this meeting a priority again. It is up to […]